Hi! Hopefully someone here can help me/point me in the right direction of how to get help for my DJI Phantom 2 Vision+. I sent an email to DJI on August 21st with pictures of my quad, which started on fire. Pictures here (http://imgur.com/a/9Dp9U) and details below:
A month ago (August 11), my Phantom 2 Vision+ started on fire, and I have no idea why. On August 21, I emailed DJI (Support.us@dji.com), and I haven't even gotten a 'we got your email' response. The past couple weeks, I've been trying to call their LA Support Line ((818) 235 0789 ), but it keeps hanging up on me. In addition, I've tweeted and Facebooked the official DJI accounts, and nothing. How can I contact them to get it warrantied? The 6th month since purchase was Sept 6th. Since the fire happened before then, and I've been trying to contact them since August, I figure that the warranty should still be applicable. I'm seriously getting sick of not getting a reply or being able to call DJI. Any help would be appreciated. And for those curious, here is the timeline of events the day my quad started on fire:
- First flight of day using DJI battery #1 ~10 am.
- Second flight of day, DJI battery #1, ~12 pm
- Third flight of day, DJI battery #2, ~3:45 pm
- Attempted 4th flight (i.e. battery fire), DJI battery #3, ~4:40 pm
During my 4th attempt, where the quad caught fire right after being turned on, the timeline of events are as follows: - Remove Phantom from carrying case.
- Remove battery from flight #3, put in fresh, fully charged battery.
- Make sure gimbal holds are removed, put in props, set quad on ground.
- Turn on quad, turn around to go grab transmitter from carrying case.
- My dad yells "smoke!", and I turn around to see Phantom smoking.
- Run to quad, see a fire through the right back vent holes.
- Yank out battery, glance inside to see size of fire.
- After quickly determining the fire was the approximate size of a birthday candle flame, I decided to blow out the fire.
- Look at now-removed battery, and see that it is still on. I then turn it off.
- Take pictures of the damage.
All batteries I own are DJI batteries, not knockoffs. The battery in the quad when it started on fire had been used before, with an estimated 5-15 times of use. The battery was fully charged (all 4 solid green lights). The quadcopter was not hot from the previous flights of the day (there was nearly an hour between the fire and the flight before). The quadcopter was bought brand new from "Drones Etc" on March 6th, 2015. I bought it from that owner on April 13, 2015. I have had dozens of successful flights since my purchase.
I had also emailed Drones Etc. about the incident, and they told me that it was a warranty issue, and that I should contact DJI, which I've been trying to do.
If I don't get an offical response from DJI, the only next steps I can think of are:
1. Sending a certified letter to DJI North America headquarters.
2. Filing a Better Business Bureau complaint.
I'd prefer to do neither of these things. So...can anyone help?
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